Operations & Customer Service Leader with Paralegal Skills

SHANNON THORNE-ELLIS

Plainfield, IL ***** 708-***-**** *****@*****.***

PROFESSIONAL SUMMARY

Results-driven professional with a diverse background in management, customer service, administrative support, and legal assistance. Proven ability to lead teams, streamline operations, and enhance client experiences in fast-paced environments. Skilled in financial management, compliance, and customer relations, with a strong track record of improving efficiency and business growth. Adept at handling legal documentation, title processing, and administrative tasks with accuracy and professionalism. A dedicated and detail-oriented leader committed to maintaining high standards of service and operational excellence. Associate of Science in Paralegal Studies from Colorado Technical University. CORE COMPETENCIES

• Leadership & Team Management – Training, coaching, and motivating teams to achieve business goals.

• Customer Service Excellence – Providing exceptional client experiences and resolving issues efficiently.

• Operational Efficiency – Overseeing daily operations, scheduling, and workflow optimization.

• Financial Management – Budgeting, revenue forecasting, and expense control.

• Regulatory Compliance – Ensuring adherence to industry regulations, policies, and best practices.

• Title & Legal Documentation – Processing titles, contracts, and legal paperwork with accuracy.

• Administrative Support – Managing records, scheduling meetings, and preparing reports.

• Sales & Marketing Strategies – Implementing promotions, client retention programs, and business development initiatives.

• Problem-Solving & Decision Making – Analyzing challenges and implementing effective solutions.

• Communication & Interpersonal Skills – Building strong relationships with clients, vendors, and team members.

EXPERIENCE

Team Associate Costco February 2022- August 2024

• Provided exceptional customer service by assisting members with inquiries, product selection, and checkout processes.

• Stocked and organized merchandise to ensure shelves were well-maintained, properly labeled, and visually appealing.

• Operated cash registers and processed transactions efficiently while maintaining accuracy and adhering to company policies.

• Assisted in inventory management by restocking products, conducting cycle counts, and reporting discrepancies.

• Maintained cleanliness and safety standards in assigned areas, ensuring a positive shopping experience for customers.

Title Clerk Rob Baker Ford November 2019- Present

• Processed and verified vehicle titles, registrations, and related documentation to ensure compliance with state and federal regulations.

• Accurately prepared and submitted title applications, lien releases, and transfers for customers and dealerships.

• Maintained detailed records of title transactions, ensuring proper filing and adherence to audit requirements.

• Communicated with customers, lenders, and DMV offices to resolve title discrepancies and expedite processing.

• Reviewed and reconciled title-related fees, payments, and paperwork to ensure accuracy and completeness Customer Service Specialist Mark Niemiec State Farm April 2019-November 2019

• Provided personalized customer support by assisting clients with policy inquiries, coverage options, and claims processing.

• Processed policy renewals, endorsements, and cancellations while ensuring accuracy and compliance with company guidelines.

• Maintained detailed records of customer interactions and transactions using State Farm’s internal systems.

• Educated clients on available insurance products, discounts, and policy benefits to enhance customer satisfaction and retention.

• Resolved customer concerns efficiently by researching issues, coordinating with underwriters, and providing timely solutions.

Administrative Assistant Trademark Financial Services Dec. 2015- March 2019

• Managed daily office operations, including scheduling appointments, handling correspondence, and maintaining client records.

• Provided administrative support to financial advisors by preparing reports, processing paperwork, and managing confidential documents.

• Assisted clients with inquiries regarding accounts, policies, and services, ensuring prompt and professional communication.

• Maintained and organized financial files, ensuring compliance with company policies and industry regulations.

• Coordinated meetings, prepared presentations, and supported marketing efforts to enhance client engagement and business growth.

Legal Assistant Lake Toback Law Office Dec. 2014- Dec. 2015

• Assisted attorneys in preparing legal documents, including contracts, pleadings, and correspondence, ensuring accuracy and compliance with legal standards.

• Conducted legal research and gathered case-related information to support litigation and client representation.

• Managed case files, scheduled court dates, and maintained detailed records to ensure efficient case tracking and organization.

• Communicated with clients, courts, and opposing counsel to coordinate meetings, deadlines, and document submissions.

• Handled administrative tasks such as answering calls, drafting emails, and processing legal paperwork to support daily office operations.

EDUCATION

Associates of Science in Paralegal Studies

Colorado Technical University -2011

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